Research &
White Papers

The ForeSee CXA Methodology White Paper

The ForeSee CXA methodology links customer satisfaction directly to financial outcomes, including customer spending, shareholder value, cash flow and business performance.By focusing on customer satisfaction to improve the customer experience, ForeSee offers its clients a unique advantage that enables executives and managers to prioritize investments that will have the biggest impact on the customer experience and future business success.

The ForeSee E-Government Satisfaction Index (Q1 2014)

The ForeSee E-Government Satisfaction Index evaluates the success of the federal government’s digital initiatives in light of rapidly increasing citizen expectations. More than 268,000 responses were collected across 104 federal government websites for this report, demonstrating that citizens want to help federal agencies and departments improve. Thus, it’s equally important for government leaders to understand the needs and expectations of today’s constantly evolving digital citizens.

The ForeSee E-Government Satisfaction Index (Q4 2013)

This report provides a comprehensive reflection of the citizen experience with federal government websites and serves as a critical checkpoint for evaluating the success and performance of the federal government’s online initiatives.

The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition

As the uptake of mobile e-commerce increases in the U.K. and across the world, it’s important for retailers to understand just how far mobile's significance extends beyond direct sales alone. The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition measures customer experience across the U.K.'s top 10 mobile retail websites and provides valuable insight on how U.K. shoppers are using mobile devices to browse, research and purchase goods.

The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition

This report measures the customer experience with the biggest retailers in the United States and is separated into five individual reports that focus on different retail touchpoints including stores, Web, mobile experiences, contact centers and company-level satisfaction. The report's revealing findings from more than 67,700 customer surveys allow for comparisons of both aggregate satisfaction and satisfaction with individual retailers at the company and channel level.

The ForeSee Experience Index (FXI): 2013 U.K. Retail Edition

As competition heats up between the U.K.’s online retail giants, the quest to deliver a great customer experience is more mission-critical than ever. The ForeSee Experience Index (FXI): 2013 U.K. Retail Edition measures customer satisfaction across the U.K.’s top 40 online retailers and indicates a slight but meaningful decrease from Christmas 2012 to Christmas 2013. Retail giant Amazon scores highest whilst Ryanair bottoms out the Index by a significant margin.

The ForeSee Experience Index: December 2013

This report offers the most comprehensive picture to date of how customer experiences with the top 100 brands across seven industries are predictive of companies’ future business success. The ForeSee Experience Index (FXI) quantifies customer experience by calculating satisfaction scores for each brand on a 100-point scale in addition to calculating scores for three key measurements that are predictive of future customer behaviors – Retention, Upsell and Recommend. Facebook is the lowest scoring brand in the overall index while Amazon scores highest across all industries measured.

The ACSI ForeSee E-Government Satisfaction Index (Q3 2013)

This report provides a quarterly update on citizen satisfaction with e-government at the aggregate level and finds that while citizen satisfaction remains steady, one major influence impacting citizen expectations is the growing availability of mobile as a direct line for citizens to interact with government organizations, agencies, and departments.

The Word of Mouth Index: Top 100 Brand Edition, Fall 2013

ForeSee's Word of Mouth Index® (WoMI®) is a more precise measure of word-of-mouth that builds upon what many companies are already doing with Net Promoter Score (NPS). This report provides benchmark scores for satisfaction, WoMI, and NPS for 100 of the top brands in the world and reveals that NPS overstates brand detractors by 780% on average.

The ForeSee Mobile Satisfaction Index: Media and Entertainment Edition

The ForeSee Mobile Satisfaction Index: Media and Entertainment Edition provides customer satisfaction scores for the mobile phone and tablet experiences offered by 22 of the top U.S. media and entertainment companies in the streaming content, news, and sports categories. Overall satisfaction with media and entertainment mobile site and app experiences was 77 on the study’s 100-point scale - outperforming traditional news and entertainment websites by ten points.

The ACSI ForeSee E-Government Satisfaction Index (Q2 2013)

The web arm of the federal government continues to perform very well and has been steady in terms of citizen satisfaction for 15 of the last 16 quarters, but in the new digital landscape, all roads lead to mobile. This report includes an overview of citizen satisfaction with e-government websites and a commentary on mobile best practices for federal agencies.

ACSI E-Business Update (July 2013)

Customer satisfaction with e-business - which includes social media, news and information, and portal and search engine websites - tumbled to its lowest score since 2003 according to the American Customer Satisfaction Index (ACSI) E-Business Report released in partnership with customer experience analytics
firm ForeSee.

The Word-of-Mouth Index: Top 100 Brand Edition

ForeSee's Word of Mouth Index® (WoMI®) is a more precise measure of word-of-mouth that builds upon what many companies are already doing with Net Promoter Score (NPS). This report evaluates the strengths and weaknesses of Net Promoter, explains the origins of WoMI, and provides data on how NPS is overstating detractors for the top 100 brands by 299%.

Competing on Customer Experience in the Digital Age

Get the right data to drive decisions into action. This white paper by John Lovett of Web Analytics Demystified describes how to quantify the digital customer experience and how to progress from observation to decisions to actions. If your organization seeks to compete on customer experience, then this is a must read.

The ACSI ForeSee E-Government Satisfaction Index (Q1 2013)

ForeSee's 2013 first quarter ACSI E-Government Satisfaction Index finds citizen satisfaction with the e-gov experience remains steady, but expectations are rapidly changing. This report examines how citizens interact with government agencies via mobile devices or tablets and provides best practices for mobile development based on existing government apps and mobile websites.

ForeSee Mobile Satisfaction Index: Travel Edition

The ForeSee Mobile Satisfaction Index: Travel Edition looks at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile travel sites and apps in the airline, hotel, car rental, and online travel agency categories.

ForeSee Mobile Satisfaction Index: UK Edition 2012

The ForeSee Mobile Satisfaction Index: UK Edition looks at 40 of the largest mobile online retail websites and apps in the United Kingdom, and examines the impact mobile shopping has on those retailers. Measuring customer satisfaction with the mobile experience is essential because satisfaction is the best indicator of future success. When done correctly, extensive research shows that a good customer experience is predictive of loyalty, recommendations, sales, and brand preference.

ACSI E-Commerce Update (February, 2013)

As e-commerce in the United States continues to increase exponentially every year, so does the competition between companies trying to capture their share of the market. The American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with ForeSee, examines customer satisfation in the e-commerce sector, comprised of the online retail, brokerage, and travel categories.

ForeSee Mobile Satisfaction Index: Holiday Retail Edition

The ForeSee Mobile Satisfaction Index: Holiday Retail Edition includes an in-depth look at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile retailers in the country during the 2012 holiday shopping season.

The ACSI ForeSee E-Government Satisfaction Index (Q4 2012)

ForeSee's fourth quarter ACSI E-Government Satisfaction Index report provides a commentary on the evolution of the multi-channel, multi-device citizen. In today’s omni-channel world, agency managers and government officials need to understand that satisfaction isn’t just about measuring an individual experience at an office location or with a contact center, website, or mobile device. It’s about every channel, every touch point, and every device.

2012 ForeSee E-Retail Satisfaction Index: Luxury Brands

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to ForeSee's Luxury E-Retail Satisfaction Index.

The 2012 ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition)

Internet-retail giant Amazon remains at the head of the class according to ForeSee's annual E-Retail Satisfaction Index (U.S. Holiday Edition). The 2012 Index—based on more than 25,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year.

The 2012 ForeSee Online Retail Satisfaction Index (UK Christmas Edition)

For the sixth year running, ForeSee has conducted the ForeSee Online Retail Satisfaction Index: UK Christmas Edition, an analysis of customer satisfaction with the top 40 online retailers in the United Kingdom during the Christmas shopping season.

ForeSee Mobile Satisfaction Index: Financial Services Edition (November, 2012)

The mobile experience plays a critical role in today’s financial services world, which is inherently multi-channel and multi-device, and usage trends suggest that mobile is the future. The ForeSee Mobile Satisfaction Index, Financial Services Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top banks, credit card companies, and brokerage firms in the country.

Keeping Pace with Mobile: ForeSee’s Five Tips for a Better Mobile Experience

Extensive research shows that the percentage of web traffic accounted for by mobile devices is growing at an astounding pace. ForeSee’s goal is to help create a better mobile world—for the organizations building and maintaining mobile sites and apps and for the people that use them. This paper covers our Five Tips for a Better Mobile Experience.

The ACSI ForeSee E-Government Satisfaction Index (Q3 2012)

ForeSee's third quarter E-Government Satisfaction Index provides a commentary on the important distinction between feedback and measurement and measuring the silent majority in a multi-channel, multi-device world with an update on citizen satisfaction with e-government websites.

ForeSee Mobile Satisfaction Index: Retail Edition (September 2012)

As the mobile platform continues to mature, consumer expectations are evolving. The ForeSee Mobile Satisfaction Index, Retail Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top retail companies in the country.

The ForeSee Responsive Design White Paper

The question for most companies isn't whether to have a mobile site, but how to implement it. Should you use responsive design on your site? The advantages of using one set of code to serve content to all of your customers is certainly alluring. But is it the right solution? And, how do you know?

ForeSee E-Government Satisfaction Index (Q2 2012)

ForeSee's second quarter E-Government Satisfaction Index provides a commentary on the importance of satisfying the 21st-century citizen in a multi-channel, multi-device world and an update on citizen satisfaction with e-government websites.

ACSI E-Business Update (July 2012)

ForeSee Results has published the Annual ACSI E-Business Report showing trends in customer satisfaction with e-business, which includes social media sites, search engines/portals, and news/information sites.

ForeSee Congressional Testimony about the Social Security Administration

On May 9, 2012, ForeSee President and CEO Larry Freed testified before the House of Representatives Subcommittee on Social Security about citizen satisfaction with the Social Security Administration's (SSA) websites. Read Freed's full written testimony or watch the video on the House Subcommittee's website.

The ForeSee E-Retail Satisfaction Index (Spring Top 100 Edition)

ForeSee's annual analysis of customer satisfaction with the top 100 online retailers in the United States finds satisfaction with e-retail remains at the index's all-time high of 78, but the expectations of multi-channel, multi-device consumers are rapidly rising.

ForeSee E-Government Satisfaction Index (Q1 2012)

ForeSee's first quarter E-Government Satisfaction Index report provides a commentary on the evolution of mobile usage in the e-government world, an update on citizen satisfaction with e-government sites, and an update on how citizens rate the transparency of 40 federal sites participating in the
Online Transparency Index.

ForeSee Daily Deal Commentary (2012)

Daily deal sites like Groupon and LivingSocial have come under criticism lately from merchants and business analysts who are not convinced the business model is good for retailers. But new research from ForeSee shows that daily sites attract new customers and inspire loyalty. Groupon leads the way with the largest share of the market. Download the free report to learn more about how daily deals can increase business awareness, purchases, and repeat purchases.

ACSI E-Commerce Update (February 2012)

Netflix is the biggest e-commerce loser as competition ramps up and overall satisfaction with online retail increases, according to the American Customer Satisfaction Index's annual E-commerce Update, produced in partnership with ForeSee. Learn how online retail, financial services, and travel fared in this year's report.

ForeSee Mobile Research (UK Christmas Edition 2011)

ForeSee announced the findings of its latest mobile shopping report (as part of its study of nearly 10,000 visitors to the biggest e-retail websites in the UK throughout December) revealing key trends on retailers' future business.

ForeSee ACSI E-Government Satisfaction Index (Q4 2011)

ForeSee released its fourth quarter report of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index showing that customer satisfaction with federal government websites remains near record highs and far surpasses satisfaction with the federal government overall.

ForeSee Mobile Research (U.S. Holiday 2011)

ForeSee has released a study of customer satisfaction with top retail mobile sites and apps showing enough data to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers in the United States.

The 2011 ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition)

ForeSee today released the results of their annual Holiday E-Retail Satisfaction Index, showing that after seven years spent jockeying for first place in the Index, Amazon and Netflix are headed in divergent directions.

The 2011 ForeSee E-Retail Satisfaction Index (UK Christmas Edition)

ForeSee, market leaders of customer satisfaction measurement and management, has today announced the findings of its annual Christmas customer satisfaction Index across the UK's top 40 online retail websites during December.

The 2011 ForeSee Healthcare Benchmark

ForeSee has released its fourth annual healthcare benchmark, showing that health insurance websites vastly underperform other kinds of healthcare sites.

ACSI E-Government Satisfaction Index (Q3 2011)

ForeSee released its report on the American Customer Satisfaction Index (ACSI) Quarterly E-Government Satisfaction Index, including an analysis of the state of social media in the federal government and an update on citizen satisfaction and online transparency for federal websites.

ACSI E-Government Satisfaction Index (Q2 2011)

ForeSee Results has issued its quarterly report on the American Customer Satisfaction Index’s (ACSI)
E-Government Satisfaction Index, which recommends that the .gov Task Force consider traffic, the amount of redundancy, and citizen experience as criteria for making their decision on how to consolidate e-gov websites and reduce duplication.

2011 ForeSee Results Annual E-Business Report with the ACSI

ForeSee Results today has published the Annual ACSI E-Business Report showing trends in customer satisfaction with e-business, which includes social media sites, search engines/portals, and news/information sites.

UK 2011 ForeSee Results Online Banking Study

ForeSee Results, the global leader in technology-driven customer satisfaction analytics, has published the first customer satisfaction report for online banking in the UK.

U.S. ForeSee Results 2011 Online Banking Study

ForeSee Results today released its U.S. 2011 Online Banking Study showing customer satisfaction with online banking increased its lead over customer satisfaction with the overall banking experience.

ForeSee Results Top 100 Online Retail Satisfaction Index 2011

ForeSee Results today released its annual assessment of the top 100 online retailers, showing that customer satisfaction with e-retail remains at an all-time high score of 78 on the study’s 100-point scale. In addition to providing satisfaction scores, the study quantifies purchase intent, or a consumer’s likelihood to purchase from a retailer through any channel, online or offline.

ForeSee Results ACSI E-Government Satisfaction Index (Q1 2011)

ForeSee Results today issued its quarterly report on the American Customer Satisfaction Index’s (ACSI)
E-Government Satisfaction Index, which indicates that good federal government websites save the government money and foster democracy.